HOLLY HEALTH LTD

Holly Health

Holly Health is a personalised digital health + wellbeing coach that supports habit-forming behaviour change for physical and mental health, guided by PhD-grade clinical and psychological evidence.

This is a highly scalable, yet person-centred health behaviour change service, running on a mobile app, which can scale to entire populations, affordably.

Features

  • Health goal setting (weight-management, mental wellbeing, self-esteem and general health)
  • Self-report health assessment at service start and set intervals
  • Habits covering nutrition, eating psychology, exercise, sleep and mental wellbeing
  • Personalised nudges and habit reminders on mobile, email, SMS
  • Personalised, proactive coaching and motivational support
  • Progress tracking - mood, weight, health outcomes
  • Chatbot for self-reflection exercises and ‘in the moment’ support
  • Wide range of health-education articles and coaching programs
  • Video content for meditations and guided physical exercise routines

Benefits

  • Multifaceted- covering physical, mental and emotional health
  • Reduces burden on clinicians and improves patient access
  • Permanent outcomes focus, >15% health improvements after 8 weeks engagement
  • Friendly, empathic and motivational tone
  • Evidence-based using: CBT, ACT, Motivational Interviewing, Mindfulness
  • Delivered by team of experts covering psychology, medicine, technology, design
  • Low-cost and scalable solution up to population level
  • Adaptable and iterative interface and personalised experience
  • High service engagement 40% retention after 6 months

Pricing

£0.18 to £0.80 a user a year

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at grace@hollyhealth.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

2 5 7 9 3 9 0 4 6 8 4 9 7 3 3

Contact

HOLLY HEALTH LTD Grace Gimson
Telephone: 07891339683
Email: grace@hollyhealth.io

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Currently available for patients using Android or iOS mobile devices which have access to a small amount of wifi or mobile data
System requirements
Running Android or iOS mobile operating system

User support

Email or online ticketing support
Email or online ticketing
Support response times
Customer service or general enquiry support is available be contacting hello@hollyhealth.io. Average initial response time is under 4 hours during working hours (weekdays 9am-5pm)
User can manage status and priority of support tickets
No
Phone support
No
Web chat support
No
Onsite support
No
Support levels
Customers will have direct contact with an account manager who is available daily on weekdays. Customers or potential customers will also have access to a customer service email address, hello@hollyhealth.io, available daily on weekdays.

There is no additional cost to receive help from customer support. A reply will be received within 24 hours >95% of the time. Average response time is under 4 hours. Technical support will be available by escalation if there is a technical query
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Users receive a link to sign up for the service via text message, email, or a QR code. The link goes to a bespoke landing page to easily create an account (on mobile or desktop).

Once users have downloaded the app and logged in to their account they are guided through an onboarding process using an automated chat interface. Here, users are asked some health-related questions to inform their personalised recommendations and coaching.

At the end of onboarding, users are given the option to choose two initial habits, based on the highest priority health areas. All habits are small and achievable to help with motivation and engagement, designed to empower users to incorporate actions into their everyday lives. Throughout onboarding, there are videos and animated images demonstrating how to interact with the service.

After setting up their first habits, users receive personalised nudges and notifications in the form of emails, push notifications and SMS texts to introduce what to expect from the service based on their goals and health challenges.

In case of any difficulties, users are provided with a support email with quick responses, and the ability to provide in-app feedback which is reviewed regularly by the team.
Service documentation
Yes
Documentation formats
  • ODF
  • PDF
End-of-contract data extraction
Not applicable
End-of-contract process
After contract has ended, the local population group will cease to receive free access to Holly Health daily coaching.

We will work with commissioners to either enter a new contract (often at a discounted rate for continuation). This process can be used to extend user access

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Web/desktop: used for service sign up via a landing page (can be accessed on mobile or desktop)

Mobile app: Android or iOS, used for ongoing service provision and day to day health coaching
Service interface
Yes
User support accessibility
WCAG 2.1 A
Description of service interface
Website & mobile phone application

Website: to learn about the service and the goals that it supports, and to sign up or create an account. Also used to access FAQs and terms of use or privacy policy.

Mobile application: Android or iOS mobile interface to log into personal account and receive personalised daily health coaching
Accessibility standards
WCAG 2.1 A
Accessibility testing
Worked with partially sighted users to ensure it is perceivable, through clarity and boldness, and ability to increase zoom
API
No
Customisation available
Yes
Description of customisation
Can be customised to tailor towards a local patient group or program. Tailoring can be introduced for:
- Ethnic diversity
- Elderly populations
- Specific program needs, e.g. to sync up with local service program delivery dates and content, or to provide reminders to users to attend specific events

Data insights (on health challenges/behaviours/outcomes tracking) can be tailored depending on what customers find most relevant and helpful

Scaling

Independence of resources
The service is developed for scale and can handle up to millions of users simultaneously

Analytics

Service usage metrics
Yes
Metrics types
We provide information on sign up funnel metrics by a practice or geographical level (steps from registration to active ongoing users). To see ongoing engagement, we provide regular data on active users and information on the specific health behaviours that have been adopted. We can provide aggregated quantitative data on health challenges, goals and changes in lifestyle behaviours at baseline compared to weeks 8 and 12 across physical activity, nutrition, relationship with food, sleep patterns, mood and stress management and motivation to change (i.e. health outcomes). Service acceptability is also measured quantitatively through email surveys and qualitative through user interviews
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
A user would need to contact hello@hollyhealth.io to make this request and would be aided by a customer service representative
Data export formats
ODF
Data import formats
Other
Other data import formats
Online or app based form entry

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Downtime: If for any reason the service goes down as a result of a technical failure, we have a 24 hour SLA (service level agreement), aiming to be up and running again within that timeframe over 90% of the time.
Approach to resilience
Work with trusted partners and techniques which are flexible and adaptive to scaling needs (i.e. AWS)
Outage reporting
Email alerts

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
2-factor auth
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
External penetration testing (DTAC compliant)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
DTAC
Information security policies and processes
2 factor authentication and specific team member restrictions wherever personal or sensitive data is held

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Holly Health as a company uses an access management system, which is updated with new starters and leavers, with relevant changes made to access as necessary.

For app data storage, AWS (Amazon Web Services) configuration and change management approaches are adopted
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
External penetration testing and secure systems development.

Potential threats are identified through regular internal and external testing.

Patches for an identified fault can be deployed within minutes
Protective monitoring type
Undisclosed
Protective monitoring approach
We conduct periodic analysis of operational logs to look for anomalous activity.

If a compromise is discovered it becomes highest priority for engineering leadership to investigate and respond or correct. Response time is as soon as possible, mostly within 12 hours.
Incident management type
Undisclosed
Incident management approach
Incidents are to be reported internally, or through a customer account manager or customer service email hello@hollyhealth.io.

Response is immediate or as soon as is practically possible, usually within 12 hours.

Reports/updates are shared to customers by email where necessary.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

This statement, which applies to Holly Health Ltd, sets out the company's environmental-footprint strategy and how we seek to deliver against it.

We recognize our responsibility to help protect the planet. We are committed to minimizing the impact our firm has on the environment and supporting those who are working to improve global environmental sustainability.

Holly Health supports the UN Sustainable Development Goals and the Paris Climate Agreement.

Core goals of our strategy:

- Carbon neutrality & emissions reduction
- Reducing waste & encouraging recycling
- We are committed to working with suppliers, clients, and other stakeholders to help reduce their environmental footprint
Covid-19 recovery

Covid-19 recovery

We will do all we can to support the UK population and economy back to recovery after the pandemic by:

- Reversing the pattern of rising unemployment and lost economic growth caused by the economic scarring of COVID-19, by introducing new roles and opportunities
- Support our communities, including those most impacted by the virus
- Help young people to flourish with access to support and opportunities
- Narrow social, economic and health inequalities
Tackling economic inequality

Tackling economic inequality

Holly Health aims to bring personalised healthcare support to everyone in the country, regardless of their economic standing. This will be achieved through increasing scalability, affordability, and accessibility of care.
Equal opportunity

Equal opportunity

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
Wellbeing

Wellbeing

Wellbeing is at the core of the Holly Health business. Not only are we supporting physical, mental and emotional wellbeing amongst our customers and the population, but also within the company and team. Personal health and wellbeing is arguably the most crucial need for all humans and so it is central to all we do. We encourage anyone involved with the company to take care of themselves, and offer the time, resource, and education to optimise this

Pricing

Price
£0.18 to £0.80 a user a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
6 months of free service access for local patients (in Summer-Autumn 2022)
Link to free trial
https://hollyhealth.io/hollyfriendsaccess

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at grace@hollyhealth.io. Tell them what format you need. It will help if you say what assistive technology you use.